Configuring Change Feature Basics

Default Assignee

Select Assignee

Select:

• Unassigned to use Unassigned as the default in the Assignee field.

• Author to assign newly-created Change records to the person who created the change.

• Other to designate a support representative to be assigned newly-created Change records.

Default Mapping

Click this link to select the Impact, Urgency, and Priority to display by default in the Impact, Urgency, and Priority fields in the Change screen. You can click the Create New  and View/Edit  icons  to access the Impact and Urgency Mapping screen.

Default Priority

This field appears if No is selected in the Enable Impact and Urgency Mapping field. Select the priority (Low, Medium, High, or Emergency) to assign to newly-created changes.

Default Change Type

Select the change type to display by default in the Change screen.  Different labels for the Standard, Normal, and Emergency change types are entered on the Custom Change Types tab.

Default Status

Select the Open status level to display by default in the Change screen. You can click the Create New  and View/Edit  icons  to access the Custom Status Labels screen.

Default Correspondence Template

Select the correspondence template that will apply by default when a support representative initiates a correspondence via the Change entry screen. Correspondence templates that are active and enabled for the Change module will be available for this feature. Use the Create New  and View/Edit  icons to access the Correspondence Template screen.

Prompt for Customer Before Creating a Change

Select Yes to display a customer selection dialog when a change is initially created.

Require Customer

Select Yes to require a customer to be selected before a Change record can be saved.

Winner if Both Customer and  Category Rule Group Thresholds are Being Used

Rule groups can be associated with a customer and/or with a category combination. If both the customer and the custom category thresholds are pulled into a change, select the type that should take priority: the customer settings or the categorization settings.

Allow Approvers to Edit During Approval Cycle

Select Yes to enable support representatives designated as approvers (or those with Approval Override) to have access to all functionality except Status in records in an approval cycle. You can configure the Pending Change Updated notification to be sent when the Edited During Approvals event occurs; see Creating Rules for Changes.

Close Associated Incidents on Change Close

Both the Incident and Change screens include options for associating incidents with a Change record. Select:

• Yes to automatically close any associated incidents when a Closed status is selected for a Change record. The text in the Results field will be used as default for the incident resolution, but a dialog will appear when the Change record is closed for editing it.

• No to retain the Open status for associated incidents.

Incident Status When Closed From Change

Select the status to assign to any associated incidents that are closed when a Change record is closed.

Close Associated Problems on Change Close

Both the Problem and Change screens include options for associating a Problem record with a Change record. Select:

• Yes to automatically close the associated Problem record when a Closed status is selected for a Change record. The text in the Results field will be used as default for the Problem resolution, but a dialog will appear when the Change record is closed for editing it.

• No to retain the Open status for the associated Problem record when a Change record is closed.

Problem Status When Closed From Change

Select the status to assign to the associated Problem record that are closed when a Change record is closed.  You can click the Create New  and View/Edit  icons  to access the Custom Status Labels screen.